Public Service Quality Model Based on Business Process Reengineering at PT Pos Indonesia

  • Mira Veranita Universitas Pasundan, Bandung, Indonesia
  • Bambang Heru Purwanto Universitas Pasundan, Bandung, Indonesia
  • Eddy Jusup Sp. Universitas Pasundan, Bandung, Indonesia
Keywords: Service; Service quality; Business Process Reengineering.

Abstract

To improve services based on business process reengineering, PT Pos Indonesia provides various digital platforms so that public service users get convenience and facilities for mobile transaction services that can be accessed anytime and anywhere. This study aims to analyze the quality of public services based on business process reengineering carried out by PT Pos Indonesia, find out what factors have caused the ineffectiveness of public services based on business process reengineering conducted by PT Pos Indonesia and produce a model of public service quality based on business process. PT Pos Indonesia carried out reengineering. The research approach method used combines mixed methods with Concurrent Embedded (unbalanced mixture), which inconsistently combines qualitative and quantitative research methods. The results showed that the service quality of PT Pos Indonesia based on business process reengineering was in the average score of 3.57 and the good category, with the Tangible dimension having an average score of 3.45 is in the excellent category, the reliability dimension obtained an average score. 3.42 was in a suitable category, the Responsiveness dimension obtained an average score of 3.73, the excellent category, the Assurance dimension obtained an average score of 368 was in a good category. The Empathy dimension obtained an average score of 3.57 in the category good. The inhibiting factors are organizational behaviour problems that include people, structure, technology, and the environment. These elements are included in the model, supporting the improvement of public services based on business process reengineering at PT Pos Indonesia.

Published
2021-12-30
How to Cite
Veranita, M., Purwanto, B. H., & Jusup Sp., E. (2021). Public Service Quality Model Based on Business Process Reengineering at PT Pos Indonesia. Dialogos, 26(1), 123-134. https://doi.org/10.4025/dialogos.v26i1.174